Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Gemini Trust Company, LLC (Gemini), a cryptocurrency exchange, for their failure to resolve a "security hold" on my account, which has prevented me from withdrawing funds. Despite submitting documentation multiple times and following up frequently, Gemini has not provided a resolution.Timeline of Events:Nov 22, 2024: I contacted Gemini support regarding login issues and submitted the requested documentation (photo ID, handwritten note).Dec 7, 2024: Gemini placed a "security hold" on my account. I submitted additional documentation as requested.Dec 17, 2024: Repeatedly submitted documents due to lack of progress.Dec 19, 2024: Followed up again with all prior documentation. Gemini responded but failed to provide actionable updates.Dec 20, 2024: Gemini sent a follow-up email acknowledging the case but offered no resolution.Nature of the Problem:Security Hold on Account: ******************** has blocked all withdrawal attempts with the message: "Sorry, this withdrawal cannot be completed at this time. Reason: Security hold."Repeated Documentation Requests: I submitted documents on Nov 22, Dec 7, Dec 17, and Dec 19, 2024. Despite compliance, Gemini continues to request the same documents.Delayed Communication: Responses have been vague, repetitive, and lacking resolution.Impact on Me:I am unable to access my funds, causing stress and financial inconvenience.Desired Resolution:Immediate removal of the security hold and ability to withdraw my funds.A clear explanation of the hold and why it persisted despite compliance.Assurance this will not happen again.

  Business Response

  Date: 01/07/2025

  ******* ** ****
  ***** ****
  **********************************************************************
  *************
  *** *** ********* *** ********
  ****************************************** or we) has reviewed the complaint filed by *** ***** We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and *** ***** Gemini account is now fully operational.
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** **** as a result of this matter.  
  Best,
  Gemini
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 1, 2024, Gemini cryptocurrency exchange restricted my account after a routine $25 transfer attempt. After completing multiple security verifications including selfie verification, they finally demanded source of funds documentation on December 10th after stonewalling all follow-ups and complete silence for over a week to my urgent ********** a victim of the Voyager Digital collapse, I received a court-appointed distribution. On December 12, I provided Gemini with court-verified documentation showing funds originated from the Voyager bankruptcy distribution (dated July 31, 2024), along with bank statements demonstrating the clear deposit and transfer trail.Despite providing comprehensive proof that funds originated from court-supervised cryptocurrency recovery, Gemini continues restricting access to my assets. They acknowledged receipt on December 13 with a generic response and have maintained complete silence despite multiple follow-ups.This arbitrary restriction has prevented me from managing my assets during significant market movements. Their actions raise serious consumer protection concerns:1. Freezing accounts without clear justification,2. Ignoring court-verified documentation,3. Maintaining restrictions without explanation,4. Re-victimizing cryptocurrency fraud victims,5. Employing concerning delay tactics.I have filed complaints with the ************************************ (CFPB #***************) and in the process of filing with the ***************************************** due to Gemini's:a. Interference with court-distributed recovery funds,b. Lack of clear resolution pathway,c. Pattern of non-response to legitimate inquiries,d. Failure to provide substantive updates.This situation demonstrates concerning business practices affecting consumer financial wellbeing and requires immediate attention.

  Business Response

  Date: 01/03/2025

  
  ******* ** ****
  ***** ******
  *****************************
  ********************* *****
  *************
  Re: BBB Complaint ID: ********
  ****************************************** or we) has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and *** ******* Gemini account is now fully operational.
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ****** as a result of this matter.  
  Best,
  Gemini
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/06/2025

  ******** ********* ******* ****** ********** *** ******* *******

  
  To the Better Business Bureau:

  I am writing to provide an update on my complaint against Gemini. After a prolonged account restrictionduring which I raised several concerns about undisclosed account flags, acceptance of deposits during blocked withdrawal periods, extended non-communication, and shifting compliance requirementsGemini has finally released my assets and restored my account access.
  

  Key Issues Addressed:
  1. Five-Month Restriction Disclosure
  2. My account, flagged since August 9, remained restricted without proper notification. This issue is now resolved, as Gemini has unblocked my account.
  3. Acceptance of Deposits Despite Withholding Withdrawals
  4. Gemini had continued to accept my deposits, failing to inform me of withdrawal limitations. Though this practice remains concerning, I am now able to withdraw all remaining funds.
  

  Extended Non-Communication
  1. Gemini did not respond for weeks after I provided court-verified documentation. While I believe communication standards must improve, the company ultimately restored full access to my account.
  2. Shifting Compliance Requirements
  3. Repeated requests for additional documentationincluding intrusive wallet informationwere eventually dropped once I highlighted their redundancy.
  

  Resolution and Acknowledgment:
  1. Gemini has released all my assets, and I have withdrawn the balance from my account.
  2. My immediate complaintthe inability to access my lawfully deposited fundshas thus been resolved.
  

  Request to Close Complaint:
  Since Geminis account restriction has been lifted and my assets have been successfully withdrawn, I request that the BBB close my complaint as Resolved.
  

  However, I remain hopeful that Gemini will address the underlying issues affecting communication and transparency, to prevent similar circumstances for other customers.
  

  Thank you for your assistance in this matter. Please let me know if you require any further information.

  Sincerely,

  ***** ******
  
  
  
  
   
  

  
  

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello,
   
  I am updating my complaint regarding Gemini's business practices. After maintaining complete silence for 22 days following my submission of court-verified documentation, Gemini has now made concerning new demands:
  Timeline of Business Conduct:
  December 12: Submitted all requested documentation
  December 13: Received only generic acknowledgment
  December 14-January 1: No communication despite multiple inquiries
  January 2: New intrusive demands after extended silence
  Concerning Business Practices:
  Extended non-response to customer communications
  Shifting compliance requirements without justification
  Demanding sensitive security information without clear business necessity
  Restricting account access while making escalating demands
  Poor handling of cryptocurrency fraud victim concerns
  Current Situation:
  Account remains restricted after 33 days
  New demands exceed reasonable business requirements
  No clear escalation pathway provided
  Pattern suggests systematic delay tactics
  Security and privacy concerns ignored
  This pattern of business conduct raises serious concerns about Gemini's customer service practices and handling of consumer assets. Their continued restriction of my account while making new demands after extended periods of silence represents poor business practice requiring review.
   
  Thank you.
   

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************ is Gemini Trust in ********, **. Is a crypto currency Wallet to buy Crypto and Sale for a profit. I invested ******** on XRP and when sold to get amount paid, initially,with profit: Total if ********, Was indicated via Email that the money was in route to the bank. Waited a day, no money, contacted customers support. They don't have customer service phone line. Is all by email. I see started getting emails with Ticket numbers, that they were working on it. Different representative names on emails. Bank statements were sent, per requested. Showing no deposited money on bank account. No respond at all. Sent transaction history. No respond. **** submitting emails to support. Hit ema **** ls confirming with a different Ticket number every time. No explanation. Not explaining any next step. Went to Ban who searched all internal transactions, ACH, Wires. Bank show no money deposited. But today, 8 days after initial complaint, no communication about any solution. No response at all and missing ********.

  Business Response

  Date: 12/30/2024

  ******** *** ****
  ****** ******
  ******************************************************
  ********************
  *************
  *** *** ********* *** ********
  ************************************** or we) has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved as the funds have been released to **************** account.
  ******************** conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner. 
  We believe that we handled *** ******* complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ****** as a result of this matter. 
  Best,
  Gemini Trust Company, LLC
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with ******************** to participate in Bitcoin crypto investing. The company requires verification of identity before any money can be used. The identity verification requires the use of a smartphone to complete the verification process. I do not have a smartphone. I have contacted customer support via the online help center, but no one has given me any information to enable me to verify my account. I want to close my account and get my money back, but they will not answer me. I have contacted them numerous times. They do not have phone customer service for me to talk to a person. I want my account closed and my money returned, but they will not close my account or allow me to retrieve my money without verifying my identity. I have received multiple notices that my account is not verified and they need more information, but they won't answer any of my questions. I have to verify my account to close it and get my money back, but they won't let me verify my account using anything but a smartphone which I do not have.

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I filed a complaint with the BBB against Gemini Trust LLC a crypto business in ** that has a F Rating. The company has resolved my issues and the complaint can be marked as resolved.
  
  Sincerely,
  
  ********* *******
  
  
  
   
  
  

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account has been frozen since 11/19/24, and on that same day I sent them proof of my ID to prove that the account is mine. Ever since then, I have been contacting them and all I get from them are automated replies and vague responses. They freeze my account with $4984.62 USD and I don't know to deal with these people anymore. This is stressing me too much and raising my blood pressure.Thanks

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concern and frustration regarding my Gemini account, which has been restricted for over one week now. My account contains ****** dollars in funds and despite providing all the requested verification documents promptly, my account remains locked. This was done completely at random and not triggered by any events such as a new password or new device log in. I have cooperated with every request for information during the verification process. However, this prolonged restriction has caused significant inconvenience, anxiety and monetary loss as I was unable to sell / trade at certain market times. I urgently access to my funds. I have submitted all necessary verifications multiple times and have sent over 20 emails with no resolution (they do not have a customer service phone number) I fear this is the same situation as FTX where Gemini does not have the customers funds and are running a fraudulent operation. My ticket number for this with Gemini is *******. Thank you so much for your help.

  Business Response

  Date: 12/19/2024

  ******** *** ****
  ******** *********
  *********************
  ***
  ********************************
  *************
  *** *** ********* *** ********
  ************************************** or we) has reviewed the complaint filed by *** ********** We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved as *** ********** account is now unfrozen and fully operational. 
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner. 
  We believe that we handled  *** ********** complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ********* as a result of this matter. 
  Best,
  Gemini Trust Company, LLC.
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** *********
  
  
  
   
  
  

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally complain about Gemini Trust, a cryptocurrency exchange that has shown a significant lack of customer service and operational efficiency regarding account access.For nearly six weeks, I have been unable to withdraw my cryptocurrency due to a security hold on my account. This duration is unacceptable, especially in the fast-paced world of cryptocurrency. While security is crucial, the verification process at Gemini is excessively lengthy. Reputable exchanges typically resolve security issues within seconds or days.I have submitted a selfie with a handwritten note, answered numerous questions about my trading activities, and provided documentation regarding the sources of my investment funds. Despite these efforts, there has been no direct communication with customer support, and my inquiries about the security hold have gone unanswered. My requests to speak with a representative to expedite the process have also been ********** is troubling that while I cannot withdraw my assets, all other transactionssuch as purchasing, selling, and depositingare unaffected. This situation is not just inconvenient; it has led to significant financial losses as I have been unable to move my assets during a critical time in the ********* we approach ******************** cryptocurrency trading increases, Gemini Trust must reevaluate its procedures to prevent such distressing situations. The current system is detrimental to individual investors and raises concerns about the platform's integrity.I urge the Better Business Bureau to investigate this matter and advocate for necessary changes in Gemini Trusts operations, as many customers are likely facing similar challenges, potentially leading to substantial financial losses..

  Business Response

  Date: 12/18/2024

  ******** *** ****
  ******** ******
  ******************************************************************************
  *************
  *** *** ********* *** ********
  ************************************** or we) has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. 
  Please note this matter is pending response from *** ******* Once *** ****** responds to Geminis inquiry through Ticket ID #*******, we will be able to proceed with our review.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by  *** ****** as a result of this matter.  
  Best,
  Gemini Trust Company, LLC
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Gemini Trust Company, LLC ("Gemini") regarding their handling of a security hold placed on my account.Details of the Complaint:On 11/20/24, Gemini placed a security hold on my account without sufficient explanation or prior notice. While I understand the importance of security measures to protect user assets, the hold has prevented me from accessing or transferring funds critical to my personal and financial needs.What is particularly concerning is the lack of communication from Gemini regarding this matter. Despite repeated attempts to contact their customer support team via email, their support portal, and social media, I have not received a clear or timely explanation for the hold or guidance on how to resolve it. This level of customer service is unacceptable for a financial platform entrusted with managing sensitive assets and user ***************************** of the Issue:The hold has caused significant inconvenience and financial distress, as I am unable to access my funds for [specific purpose: e.g., paying bills, business transactions, etc.].The prolonged lack of communication has created unnecessary stress and uncertainty regarding the safety of my assets.Resolution Sought:I request that Gemini for Ticket ID: ******************* review and resolve the security hold on my account.Provide a clear and detailed explanation of why the hold was placed, including any steps I must take to address the issue.Improve their customer support processes to ensure users receive timely and transparent communication in the future.I chose Gemini for its reputation as a reliable cryptocurrency platform, but this experience has severely undermined my confidence in their services. I hope this complaint will prompt them to address these concerns and prevent similar issues for other users in the future.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.

  Business Response

  Date: 12/18/2024

  ******** *** ****
  ***** *******
  ******************************** 
  *** ****** 
  ****************
  *************
  Re: BBB Complaint ID: ********
  ************************************** or we) has reviewed the complaint filed by *** ******** We appreciate this matter being brought to our attention and the opportunity to respond. 
  Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. Our team is investigating and any updates will be communicated through your Ticket ID #********
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ******* as a result of this matter.  
  Best,
  Gemini Trust Company, LLC
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gemini has put a security hold on my funds, $23,000 +. I have provided all of the documentation to release the account and now they will not reply regarding the issue. This feels greatly like theft. They wanted proof of where my wealth was, I supplied them with all the sale documents from a property I sold. I am not in a financial position to not have access to these funds for weeks.

  Business Response

  Date: 12/18/2024

  ******** *** ****
  ******* ******
  **** *** ** ******* **
  ***
  ******* ** *****
  *************
  Re: BBB Complaint ID: ********
  ************************************** or we) has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. 
  Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. Our team is investigating and any updates will be communicated through your Ticket ID #********
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ****** as a result of this matter.  
  Best,
  Gemini Trust Company, LLC
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I received an email from Gemini that my account will continue to be under review and that they cannot answer questions regarding any further details as to why.  I have removed all my funds from the platform after providing all their requested information.  No progress was made.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

• Initial Complaint

  Date:11/27/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ******************** for almost 4 years now, up until this past month without issue. I added my Trezor wallet to Gemini over a week ago and was in the process of transferring my tokens to it when my account got flagged with a security hold with no explanation. I reached out to Gemini support who took several days to respond and requested a photo ID verification. They confirmed receiving it and said they would get back with any updates. I reached out before the weekend and they provided the same response. I sent a complaint yesterday and said they would get back with any updates, and again no response or explanation. At this point, it has been over a week since I am able to transfer any of my assets from Gemini to my wallet. They have yet to provide any response or explanation on this unknown security hold. They currently are in possesion of my tokens and are preventing me from placing them elsewhere. I want to speak to someone and I want any restrictions removed from my account asap.

  Business Response

  Date: 12/10/2024

  ******** *** ****
  ******* *****
  *********************
  **** **
  ******************
  *************
  *** *** ********* *** ********
  ************************************** or we) has reviewed the complaint filed by *** ****** We appreciate this matter being brought to our attention and the opportunity to respond. 
  We have requested further information from *** ****** Once *** ***** has provided the requested information through Ticket ID #*******, we will be able to move forward with our review. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve it as quickly as possible.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ***** as a result of this matter.  
  Best,
  Gemini Trust Company, LLC
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I finally received an email response from someone at Gemini claiming to be a supervisor named ****. He provided me with a template response that did not address the issues that took place or the steps that I felt I needed to take on my part. I told him that I have been a customer going on four years and under the circumstances, I requested a call from their team before I release any personal financial documents. I am still waiting to hear back from his team in terms of how they would like to handle this in a more professional manner.
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****